Sybrid Private Limited, a global Business Process Outsourcing (BPO) company and part of Lakson Group, and McDonald’s Emirates signed a comprehensive contact centre outsourcing agreement for food delivery operations that will service customers all over UAE.
The agreement signing ceremony was held in McDonald’s Dubai office and was attended among others by the leadership team of both companies including from McDonald’s Emirates side; Managing Director and Partner Mr. Rafic Fakih, General Manager Mr. Walid Fakih, Sr. Director operations Mr. Wissam Marouf, Director Marketing and communications Mr. Mazen Sous, IT Director Mr. Prakash Rao. Sybrid Pakistan was represented by CEO Sybrid and Lakson Group Chairman Mr. Iqbal Lakhani, Director Mr. Amin Lakhani, Director Mr. Danish Lakhani, COO Mr. Anwar Kazi and EVP Mr. Mohammad Sohail.
McDonald’s Emirates began operations in 1994 and has emerged as a role model for the whole region providing high quality facilities and unique menus backed by McDonald’s global seal of quality. McDonald’s Emirates currently operates 112 restaurants and plans to open more restaurants across the UAE.
McDonald’s Emirates, after extensive due diligence and vetting process chose, Sybrid Pakistan to service their customers in UAE thereby creating an alternative service channel by establishing McDelivery Services. McDelivery Services will be gradually extended to different areas in UAE, covering most of the country by September 2014.
Sybrid, has a proven track record for the last 8 years servicing McDelivery and other operations around the region and with a deep understanding of how the food industry is changing with this new service channel and has created tools to link McDonald’s proprietary CRM and GPS solution along with the necessary HR, Quality, Training, and other tools for a singular solution which is cost effective and creates a win-win for all stakeholders. Both parties share a common vision of customer service and complement it with hiring the best resources from around the world. Sybrid teams present in Pakistan, UK, US and UAE will be providing support to the UAE McDelivery solution.
Commenting on the event, McDonald’s Emirates Managing Director and Partner Mr. Rafic Fakih said, “I am extremely happy to be in partnership with a company that shares our customer-centric operational philosophy and ethos. I have no doubt that this strategic partnership is ideal not only for our companies but our customers.”
Sybrid CEO and Chairman Lakson Group Mr. Iqbal Lakhani commented, “We are pleased to have reached this significant stage in UAE with McDonald’s delivery and are certain the partnership will bring significant benefits and opportunities for growth to both companies as customers enjoy the convenience of ordering from their homes or offices. The UAE market is fundamental to our business model of organic growth partnerships. This deal will allow us to compete more effectively in one of the largest and fastest-growing markets in the world.”
Both companies are enthusiastic about this agreement and look forward to servicing McDonald’s Emirates customers with the same quality and passion that is a hallmark of the McDonald’s eating out experience.